Head of IT Support

Summary

Join Airbnb's AirSupport team as the Head of Global IT, leading and developing a global team of IT Support Engineers. You will oversee all IT support functions, ensuring operational excellence and aligning with Airbnb's business needs. Responsibilities include managing service operations, collaborating with cross-functional teams, and developing a global technical roadmap. The role requires extensive experience in managing technical service operations and support teams, strong leadership skills, and a deep understanding of IT fundamentals. This is a US-remote eligible position with occasional office work or offsite attendance. Compensation includes a competitive salary, bonus, equity, benefits, and Employee Travel Credits.

Requirements

• Minimum of five years of experience in managing technical service operations and support teams
• Bachelor’s Degree in Computer Science or a related field
• Superior leadership skills with proven ability to effectively manage and develop a diverse team of people (a large and/or international team), and facilitate effective cross-cultural business interaction
• Natural problem solver who enjoys identifying ways to make your team and customers have less friction with technology
• Strong Apple technology knowledge and experience
• Experience with purchasing, inventory management, and budgeting
• Sound knowledge of information and communications technology fundamentals
• Ability to prioritize and execute complex team projects while maintaining quality
• Ability to learn and adapt quickly
• Embraces feedback and iteration
• Must be able to travel approximately 10-20%

Responsibilities

• Oversee varying managed services, procurement specialists, and inventory/logistics experts
• Partner with cross-functional peers to ensure operational excellence in supporting Airbnb employees
• Utilize your leadership and technical expertise to guide and enable our team of talented Support Engineers
• Work closely with the wider IT Leadership Team to ensure our team and processes scale as Airbnb expands
• Recruit, onboard, and develop talented Support Engineers
• Represent the department cross-functionally
• Lead a global team of IT Support Engineers, including hiring, performance management, and career development
• Monitor global service-level metrics and response times, redirecting team operations as needed
• Report on the health of your services globally
• Design and execute projects to improve support operations
• Develop, communicate, and execute a global technical roadmap, aligning immediate and long-term goals
• Instill a culture of trust and collaboration within the team and cross-functionally
• Establish standards for quality and operational excellence for products and services
• Ensure accountability for deliverables and performance
• Oversee hardware and software purchasing (including new employee onboarding technology setup) globally
• Ensure maintenance of accurate asset management records
• Support Airbnb employees in resolving problems with IT, AV, and Communications systems
• Collaborate with AirSupport Managers globally to align processes, adopt best practices, and foster innovation

Benefits

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits